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GENERAL SUMMARY:

Completes analysis of existing processes and workflows to promote effective Service Desk/Help Desk operations through standardization, improvement, simplification, discontinuance, or other continual service improvement methods. Completes recommendations for business processes that ensure alignment with strategic direction and integrates business processes between multiple departments and organizations. Completes the coordination of business process changes and assists in implementing system solutions and support. Performs full range of standard work for the professional field. Identifies and resolves more complex problems and applies problem-solving skills in order to deal with most situations. Refers very complex, unusual problems to others. Demonstrates and applies a broad knowledge of field of specialization through successful completion of moderately complex assignments. Successfully applies complex knowledge of fundamental concepts, practices, and procedures of particular area of specialization. Demonstrates knowledge of organization's business practices and challenges.

EDUCATION/EXPERIENCE REQUIRED:

+ High School Diploma or equivalent is required. Associate's degree, or 1-2 years of vocational technical training, or ITIL/HDI/Information Technology Industry Certification OR Bachelor's degree or higher. Intermediate or higher ITIL Certification, HDI Team Lead or Manager Certification, and other Information Technology/Support industry certifications are highly preferred.

+ Five to eight (5-8) years of experience in the area of Help Desk, Service Desk, or IT Support responsibilities.

+ At least 3 years in a Help Desk/Service Desk Leadership role is preferred.

+ Previous support experience to include using Phone, Email, Remote Assist, and Chat to provide direct end-user support.

+ Prior experience with Workforce Management/Optimization methodologies and ACD technology administration is required.

+ Prior experience with Verint Impact 360 and Unify OpenScape Contact Center Manager is preferred.

+ Five (5) years or more experience working in a 24/7/365 Health Care environment Help Desk, Service Desk, or IT Support position is preferred. ServiceNow ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support experience is preferred.

Additional Information

+ Organization: Corporate Services

+ Department: Ascension Client Services EUD

+ Shift: Day Job

+ Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.